[Hiring] Journeyman Business Process Analyst @Empower AI Inc.

Role Description

DIGIT is seeking a Journeyman Business Process Analyst to provide technical assistance to computer users. Responsibilities include:

• Performing a variety of clerical and administrative duties pertinent to remote assistance.
• Replying to trouble tickets to resolve user problems.
• Providing expert technical assistance through phone, email, and instant message to users in the area of password resets, e-mail, directories, standard MS Windows and Mac desktop applications, smartphones and network connectivity.
• Providing personal computer support analysis, and hardware/software installation and configuration.
• Interacting daily with customers to ensure productivity; providing peer feedback.
• Monitoring team productivity and quality; providing colleague feedback.
• Maintaining an audit trail and statistical records of all problems and conditions reported by the client.
• Higher levels of troubleshooting of computer and network issues and coordination with other departments to facilitate fix actions.
• Escalating issues to vendor and third-party entities, as necessary and directed by the Government.

Qualifications

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Evaluates performance results and recommends major changes affecting short-term project growth and success.
• Functions as a technical expert across multiple project assignments.
• May supervise others.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

Requirements

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.
• At least three (3) years experience with Windows and/or Mac desktop support.
• At least three (3) years experience with Smartphone support.
• At least three (3) years experience with remote support tools.

Education and Experience

• 2-7 years of experience and Bachelor's degree.
• Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.

Physical Requirements

• If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.
• Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.
• Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.
• Viewing computer screens and sitting for long periods of time.
• Travel is not required.